Principal Inbound Product Manager, Customer Workflows

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

Team:

ServiceNow’s Customer Service Management team is transforming customer experience by enabling digitization of customer workflows across the front, middle and back office in a seamless and connected manner. We are enabling our customers to accelerate their digital transformation by providing end to end solutions that are as much focused on providing a consumer grade experience to agents as to end users. Our goal is to deliver a customer service platform, foundation of reusable assets for all our applications, designed for various industries and extensible by our partner ecosystem. Our team comprises of stellar product manager who can work fast across multiple problems and find the synergies across them to build a cross-industry foundation.

Role:

We are seeking a seasoned Product Manager to join our team and take ownership of our Workspace admin and developer experience within our Customer Service Management (CSM) platform. In this role, your objective will be to lower the administration bar by enhancing our UI Builder and improving extensibility and customization capabilities.

Key Responsibilities:

CSM Workspace Development: Lead the evolution of our CSM Workspace, focusing on the admin and developer experience. Collaborate with cross-functional teams, including designers and engineers, to simplify and enhance the UI Builder, enabling admins to compose pages and workflows in minutes.

Lower Administration Bar: Drive initiatives to lower the complexity and cost associated with administering our products. Identify pain points in the administration process, streamline setup and configuration, and create intuitive interfaces that empower admins to deliver productive agent experiences.

Extensibility and Customization: Improve our extensibility and customization capabilities to cater to customers' specific needs. Collaborate closely with developers to define and deliver tools, and frameworks that enable customers to easily extend our products, reducing the complexity barrier and fostering a thriving ecosystem of solutions.

Partner Ecosystem Enablement: Manage relationships with our partner ecosystem, particularly contact center partners. Collaborate with partners to understand their needs and facilitate their success on our platform. Enable partners to complement our products with their solutions, driving customer value and expanding our market reach.

Critical Mindset and Attention to Detail: Apply a critical mindset to understand the intricacies of the admin and developer workflows. Dive into the details, identify areas for improvement, and make informed decisions that simplify the user experience and drive operational efficiency.

User Experience Simplification: Champion user-centric design principles and ensure that the admin and developer experience is intuitive, efficient, and easy to navigate. Collaborate closely with UX designers to create cohesive and delightful experiences within the Workspace, driving user adoption and satisfaction.

You will be responsible for identifying the right recommendations and defining the best experience by being the voice of our customers and then delivering them by working closely with cross functional teams across engi